Contact Center Manager

MAKE A MEANINGFUL IMPACT EVERY DAY

At GT Independence, people are at the heart of everything we do. If you thrive in a collaborative environment, love what you do, and are eager to grow, you’re in the right place. Discover a career where your work genuinely improves lives and supports a mission that matters.

OUR MISSION

To help people live a life of their choosing, regardless of age or ability. GT Independence has earned multiple awards for being an exceptional workplace, including being named a 2026 National “Best and Brightest Companies to Work For.” We are also proudly certified as a Great Place to Work® for 2026/2027—a distinction reserved for top employers committed to outstanding employee experiences. The Contact Center (Program) Manager manages an operational unit based in Connecticut supporting stakeholders in Connecticut and other assigned markets as needed. The Program Manager provides real-time support to operations staff to ensure payroll timeliness, goal attainment, and ultimately stakeholder satisfaction.

RESPONSIBILITIES AND DUTIES

* Develops and monitors key performance metrics to measure staff performance and operations functions * Regularly evaluates business processes, procedures, and systems and makes recommendations for improvement

• Participates in business development for recently acquired contracts
• Participates in quality improvement projects and leads efforts in continuous

improvement

• Assigns and monitors staff caseloads and accounts distribution
• Ensuring timeliness in payroll schedule requirements
• Evaluates program effectiveness through prepared reports and presents to

leadership on the same

• Monitors and measures compliance standards
• Collaborates with all staff across business units to develop, maintain, and

update policies, procedures, and training materials * Develops staff through internal and external resources and on-the-job training

• Builds and maintains relationships with State agencies as a key liaison
• Resolves escalated customer complaints
• Communicates goals, expectations, and results with internal and external

stakeholders as appropriate * Other tasks as may be reasonably associated with the Program Manager (Business & Operations)

EDUCATION

* Bachelor's Degree required* with at least 24 hours of coursework in business, communications, healthcare administration, program management, or other closely related fields * *5 years of additional experience will be accepted in lieu of Bachelor's degree

EXPERIENCE AND QUALIFICATIONS

• At least two years of paid, professional experience in Business Operations
• Superior written and oral communication skills as evaluated in pre-hire

assessments * At least three (3) years of progressively responsible people management experience * Extensive experience in working on complex projects with critical thinking and problem solving * Excellent organizational and administrative skills with demonstrated ability to work towards and meet deadlines

• Effective time management skills
• Ability to build positive relationships and communicate with people of

diverse backgrounds and abilities

• Experience building highly effective teams
• Proficiency in Microsoft Office Suite
• Significant experience working across software applications

WORK ENVIRONMENT

* Work is performed in a typical office setting As a family-founded national leader in personal and financial services for individuals who rely on home- and community-based care, GT Independence supports tens of thousands of people across the country as they find and hire their own caregivers or personal assistants. Our operations team is driven by trust, autonomy, and—yes—fun. We believe great teams come from people who are intrinsically motivated, empowered, and valued. We respect each other, we care about the work we do, and we succeed because we work with purpose. We value excellence, but we won’t micromanage to achieve it. If you are self‑motivated, we give you the space and support to grow and thrive. Team members enjoy flexible paid time off, competitive wages & benefits, and meaningful opportunities for professional growth. Grow your career with us. Grow your impact with us. _____________________________________________ What Culture & Belonging Means at GT: Bring Your Authentic Self To Work GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination.